POSITION SUMMARY:

The Guest Services Supervisor is responsible for, in conjunction with the Guest Services Manager, the coordination of day-to-day operations of the front desk to ensure that each guest has a comfortable stay, and that his or her needs are met while maintaining a motivated and empowered Front Desk team.

DUTIES & RESPONSIBILITIES:

• Assist in achieving the departmental budgets for the Front Desk
• Monitor employee performance and service delivery to ensure it is aligned with Marriott Brand Service Standards and hotel policies. Make recommendations to Manager regarding development, training, and corrective action
• Perform all tasks of a Guest Service Representative
• Ensure front desk area is clean and tidy at all times and ensure it is well stocked with stationary, maps, supplies, etc. Order through GSM or AGSM if necessary.
• Ensure D172 report is handled accordingly while on shift
• Foster effective communication with all departments to ensure a positive guest experience as well as to ensure the health & safety of staff and guests
• Maintain information on prices, rates, specials, packages, programs, etc, and assist in ensuring all staff are trained in all areas
• Analyze, investigate, and resolve guest complaints
• Assist in recruiting and training front desk employees
• Promote & champion the hotel's guest loyalty program
• Act as Manager on Duty when required and handle and solve any problems that may arise in the absence of Hotel senior management.
• Completion and distribution of weekly reports, forecasts, reservations, scheduling, and payroll input as required
• Promote teamwork, intercultural competency among team members, quality guest service through education, effective communication, and coordination with other departments
• Supports and promotes a culture of equity, diversity, inclusion, and ingenuity that respects and incorporates different perspectives in decision making

The above areas of responsibility are not all inclusive and may be amended from time to time.

QUALIFICATIONS:

• Completion of secondary school diploma plus additional post-secondary courses in a related area, or equivalent
• Minimum 1-year front desk experience
• Previous supervisory experience preferred
• Must be flexible to work days, evenings, weekends, and holidays
• Excellent interpersonal and employee relations skills
• Strong decision making and problem-solving skills
• Ability to work under pressure while maintaining tact and diplomacy
• Must possess the ability to communicate effectively within a diverse team environment.
• Ability to work effectively and collaboratively in a multi-cultural environment with co-workers, managers, and guests.
• Posses a high degree of enthusiasm, initiative, and professionalism

We are committed to contribute to a systemic change in equity, diversity, and inclusion. Diamond Hotels is proud to be an equal opportunity employer. We commit to identify, prevent, and eliminate discrimination and harassment in all its forms with respect to race, color, ancestry, place of origin, physical or mental disability, sex, gender identity or expression, sexual orientation, age, religion, political belief, marital status, or family status of that person or that group or class of persons.

We are further committed to compliance with all fair employment practices relating to citizenship and immigration status. In recruiting for our team, we want to know more about the collective sum of your experiences, knowledge, innovation, self-expression, and talent that you invest in your work. We encourage members of designated groups and Indigenous Peoples to self-identify and apply.

We will also make accommodation available to job applicants with disabilities in the recruitment process. During this process, if an applicant requests accommodation, please contact Human Resources at 613-650-5420 and we will consult with the applicant and arrange for a suitable accommodation that takes into account the applicant’s accessibility needs.

Job Types: Full-time, Fixed term contract

Pay: $21.50 per hour

Benefits:

• Company events
• Dental care
• Discounted or free food
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off

Work Location: In person